Cancellation and Refund Policy

Introduction

1.1 This Cancellation and Refund Policy (“Policy”) governs all appointments booked through drsatyanarayanagarre.in (“Platform”), operated by Dr. Satyanarayana Garre, for consultations with Dr. Satyanarayana Garre, Consultant Nephrologist (“Doctor”). By booking an Appointment and completing payment, the patient or the person booking on a patient’s behalf (“Patient”) agrees to be bound by this Policy, in addition to the Platform’s Terms of Service and Privacy Policy.

Definitions

2.1 “Booking” or “Appointment” means a consultation slot with the Doctor reserved through the Platform upon successful payment of the Consultation Fee and receipt of a Confirmation.

2.2 “Consultation Fee” means the amount charged to the Patient at the time of Booking.

2.3 “Postponement” or “Rescheduling” means moving an already-confirmed Appointment to a different date and/or time, without the original Booking being treated as cancelled.

2.4 “Confirmation” means the SMS, email, WhatsApp, or in-app notification sent once payment is successfully processed.

Cancellation Policy

3.1 Once a Booking is confirmed and payment has been received, the Booking cannot be cancelled by the Patient.

3.2 No refund of the Consultation Fee will be made on account of a Patient-initiated cancellation, for any reason whatsoever — including change of mind, personal unavailability, or scheduling conflict — except where Clause 6 (Doctor-Initiated Cancellation) applies.

3.3 The only relief available to a Patient who is unable to attend a confirmed Appointment is the Postponement process described in Clause 4.

Postponement / Rescheduling

4.1 A Patient may request to postpone a confirmed Appointment, subject to all of the following conditions:

(a) The request is raised at least twenty-four (24) hours before the scheduled Appointment date and time. Requests made within 24 hours of the Appointment will not be accepted, and the original Appointment will stand as booked.

(b) An alternate slot is available on the Doctor’s schedule.

(c) The request is reviewed and approved by the Doctor (or by the Platform on the Doctor’s behalf). Submitting a request does not by itself guarantee that it will be granted.

4.2 How to request a postponement: via the patient dashboard, or by email at satyakishoregarre@gmail.com, quoting the booking reference, at least 24 hours before the Appointment.

4.3 Where a Postponement is approved, the Consultation Fee already paid is carried forward to the new slot at no extra charge.

4.4 If no mutually convenient alternate slot is available, or the Doctor is unable to approve the request, the original Appointment date and time remain valid and binding, and Clause 3 (no cancellation, no refund) continues to apply.

Refunds — General Position

5.1 Except as set out in Clauses 6, 7, and 8, the Consultation Fee is non-refundable once a Booking is confirmed.

5.2 A Patient who does not join the consultation at the scheduled time, and who has not used the Postponement process under Clause 4, is treated as a no-show, and the Consultation Fee is not refunded.

Doctor-Initiated Cancellation or Non-Availability

6.1 If the Doctor is unable to honour a confirmed Appointment for reasons attributable to the Doctor (such as a medical emergency or unforeseen unavailability), the Patient will be offered, at their choice:

(a) a free rescheduled Appointment at the next available slot; or

(b) a full refund of the Consultation Fee for that Appointment.

6.2 Refunds under this Clause are processed to the original payment method within 4–6 business days, subject to the Patient’s bank/payment provider’s own timelines, and net of any payment-gateway charges that are not recoverable by the Platform.

Technical or Platform Failures

7.1 If an online consultation cannot take place due to a verified technical failure on the Platform’s side (for instance, a Google Meet video/audio failure not caused by the Patient’s own device or connection), the Patient is entitled to a free rescheduled session or a full refund, at the Platform’s discretion, once the issue is verified.

Duplicate Payments or Payment Errors

8.1 Any amount charged in error — such as a duplicate payment caused by a technical glitch — is refunded to the original payment method within 4–6 working days of verification, on the Patient providing the relevant transaction reference.

Mode and Timeline of Refunds

9.1 Wherever a refund is due under this Policy, it is credited only to the original mode of payment used at the time of Booking, via Razorpay.

9.2 Refunds are ordinarily processed within 4–6 business days of approval; the actual credit to the Patient’s account may take longer depending on the Patient’s bank or payment provider.

Force Majeure

10.1 Neither the Platform nor the Doctor is liable for a missed consultation caused by circumstances beyond reasonable control — including natural disasters, government restrictions, internet/network outages, strikes, or public health emergencies. In such cases, the Patient is offered a rescheduled Appointment or a refund, at the Platform’s discretion.

Grievance Redressal

11.1 For questions or complaints regarding a Booking, Postponement, or refund, Patients may contact Dr. Satyanarayana Garre, Consultant Nephrologist, at satyakishoregarre@gmail.com or +91 93910 86902. Queries are ordinarily addressed within 24 hours.

Changes to this Policy

12.1 drsatyanarayanagarre.in may revise this Policy at any time. The updated Policy takes effect once published on the Platform; continuing to book Appointments after that date constitutes acceptance of the revised terms.

Governing Law and Jurisdiction

13.1 This Policy is governed by the laws of India. Courts at Hyderabad, Telangana, have exclusive jurisdiction over any dispute arising from it.

Acceptance

14.1 By completing a Booking and paying the Consultation Fee, the Patient confirms having read, understood, and agreed to this Cancellation and Refund Policy in its entirety.